Cancellation, Return & Refund Policy
At Kojie San Soaps, we want you to have a smooth and transparent shopping experience. This Cancellation, Return & Refund Policy explains how order cancellations, returns, replacements and refunds are handled for purchases made through kojiesansoap.in.
Please read this policy carefully before placing an order.
Order Cancellation
If you wish to cancel your order, please contact us as soon as possible after placing the order.
Cancellation requests can be submitted through our customer support team:
Email: care@kojiesansoap.in
Phone: 8660343654
We will try to accommodate cancellation requests received before the order has been dispatched.
Once an order has been packed or dispatched, cancellation may no longer be possible. In such cases, the order may need to follow the applicable return or delivery process.
When Can I Request a Return?
Returns or replacements may be considered in situations such as:
- You received a damaged product.
- You received the wrong product.
- A product is missing from your order.
- The product received is defective.
- The product received does not correspond to the product ordered.
- The product has another verified issue that makes it materially different from what was ordered or described.
For products that arrive damaged or incorrect, please contact us as soon as possible after delivery.
Skincare & Hygiene Products
Because soaps, skincare and personal-care products are hygiene-sensitive items, we generally do not accept returns of products that have been opened, used or altered, unless the product has a verified defect, damage, wrong-item issue or another eligible problem.
If you simply change your mind after receiving a product, return eligibility may depend on the product’s condition and the circumstances of the request.
Please do not open or use a product if you believe you have received the wrong item or a damaged product. Contact our customer support team first.
Damaged Products
If your order arrives damaged, please contact us as soon as possible.
To help us investigate the issue, please provide:
- Order ID
- Photographs of the outer package
- Photographs of the product
- Photographs showing the damage
- A brief description of the issue
Where appropriate, we may request additional information or photographs before approving a return, replacement or refund.
Wrong Product Received
If you receive a product different from the one ordered, please contact us with your Order ID and photographs of the product received.
After verification, we may arrange an appropriate resolution, which may include a replacement or refund depending on the circumstances and product availability.
Missing Product
If an item appears to be missing from your order, please contact our customer support team with your Order ID and details of the missing item.
We will review the order and shipment information and assist you accordingly.
Product Defects
If you believe a product is defective, please contact us with details of the issue.
We may request photographs, batch information, packaging details or other information needed to evaluate the complaint.
If the issue is verified, we will determine the appropriate resolution based on the circumstances.
Return Conditions
For an eligible return, the following conditions may apply:
- The product should be unused and unopened unless the issue concerns a verified product defect or damage.
- Original packaging should be retained wherever possible.
- Product labels, seals and identifying information should remain intact where applicable.
- Proof of purchase or Order ID may be required.
- The return must be approved by our customer support team before sending the product back.
Please do not ship a product back to us without contacting our support team first.
Return Shipping
Where a return is approved because you received a wrong, damaged or defective product, we will provide appropriate instructions regarding the return process.
For other types of return requests, eligibility and responsibility for return shipping may depend on the circumstances and applicable policy.
We will communicate the applicable return-shipping instructions when your request is reviewed.
Refunds
If a refund is approved, the refund amount and method will depend on the circumstances of the order and the payment method used.
Where applicable, refunds may be processed to the original payment method or through another appropriate method communicated by our customer support team.
The time taken for the refunded amount to appear in your account may depend on the payment gateway, bank or financial institution.
Refund Processing
Once an eligible refund has been approved, we will initiate the refund process.
Please note that there may be a processing period between the time we initiate a refund and the time the amount is reflected in your bank account, card, UPI account or other payment method.
For Cash on Delivery orders, any approved refund will be handled through an appropriate refund method communicated by our team.
Non-Returnable Situations
Returns may not be accepted where:
- The product has been used or opened without an eligible product issue.
- The product has been damaged after delivery due to misuse or improper handling.
- The product has been altered or tampered with.
- The product is returned without prior approval.
- The customer is unable to provide sufficient information to verify the order or issue.
- The request falls outside the applicable return conditions.
These exclusions do not override any rights or remedies available to consumers under applicable law.
Change-of-Mind Returns
If you have simply changed your mind after receiving an order, return eligibility may depend on the product type, condition and applicable return terms.
Because skincare and personal-care products are hygiene-sensitive, opened or used products may not be eligible for return unless there is an eligible product issue.
Please contact us before attempting to return any product.
Order Refused at Delivery
We recommend accepting your shipment and contacting us if there is an issue with the product.
If an order is refused at delivery, the shipment may be returned to the sender by the courier. Any refund or further action will be reviewed based on the reason for refusal and the applicable order and return conditions.
Incorrect Delivery Address
Customers are responsible for providing accurate delivery information during checkout.
If an incorrect or incomplete address is provided and the shipment cannot be delivered, additional shipping or re-delivery arrangements may be required.
If you notice an address error immediately after placing an order, contact us as soon as possible.
Email: care@kojiesansoap.in
Phone: 8660343654
How to Request a Return or Refund
To request assistance, contact:
Kojie San Soaps
Email: care@kojiesansoap.in
Phone: 8660343654
Please include:
Subject: Return / Refund Request – Order #[Order ID]
In your message, provide:
- Your Order ID
- Product name
- Description of the issue
- Photographs where applicable
- Any other information requested by our support team
Our team will review the request and communicate the next steps.
Frequently Asked Questions
Can I cancel my Kojie San order?
You can request cancellation as soon as possible after placing your order. Cancellation is generally easier before the order has been processed or dispatched.
Can I return a Kojie San product?
Eligible returns may be accepted for issues such as damaged, defective, incorrect or missing products, subject to the applicable return conditions.
Can I return an opened Kojie San soap?
Because skincare and personal-care products are hygiene-sensitive, opened or used products are generally not eligible for return unless there is an eligible product issue.
What should I do if I receive the wrong product?
Contact us as soon as possible with your Order ID and clear photographs of the product received. We will review the issue and provide the appropriate resolution.
What should I do if my product arrives damaged?
Take photographs of the package and damaged product and contact our customer support team as soon as possible with your Order ID.
How do I request a refund?
Contact care@kojiesansoap.in with your Order ID and details of the issue. Our team will review the request and guide you through the applicable process.
How will I receive my refund?
If a refund is approved, it will generally be processed through the original payment method or another appropriate method communicated by our team.
How long does a refund take?
After a refund is initiated, the time required for the amount to appear in your account may depend on the payment gateway, bank or financial institution.
Contact Us About Your Order
If you have any questions regarding cancellation, returns, replacements or refunds, please contact our customer support team.
Kojie San Soaps
Bhatti Street, 32, 4th Cross, Hosur Rd
Bengaluru, Karnataka 560025
India
Email: care@kojiesansoap.in
Phone: 8660343654
We are here to help you with your order and product-related concerns.
